Level 2 ASPs

Billing Process and Enquiries

Further to the communication sent out on 20 February 2018, please be advised that invoicing for:
1. approved Basic Connection Applications (backdated to 1 July 2017)
2. approved Standard Connection Applications (backdated to 1 December 2017)
3. completed NOSWs (backdated to 1 December 2017)

Will recommence from the week starting 12th March 2018.

The mailing of invoices for the Basic Connection Offers will be undertaken in a phased manner which will be concluded by mid-April 2018. At this point the distribution of invoices for these fee types will be up to date.

Standard Connection Offers will be sent for December and January in the week commencing 12 March 2018. NOSW Fees for December, January and February will be sent out week commencing 19 March 2018.

Please note: to minimise the impact on you Essential Energy has adjusted due by dates to the maximum allowable timeframe.

If you have any billing enquiries, a dedicated response team is available by emailing connection.enquiries@essentialenergy.com.au - this is your best single point of contact for all connection and billing related enquiries. We aim to respond to email enquiries within 24 hours.

Alternatively, you can call 13 23 91 and select option #2 from the menu.

I’m writing to introduce myself as Essential Energy’s newly appointed Network ASP Manager.

Having spent most of my career working for other distribution businesses, it’s immediately clear that there is a lot we can do to improve how Essential Energy works with Accredited Service Providers (ASP). I’ve made it my first priority to understand where we can improve and I will be working closely with the executive team to make sure we service our ASP community better.

Essential Energy’s corporate values say that we should be ‘Easy to do business with’. I aim to make sure we deliver on this promise and will make it my priority, as a first step, to ensure better communications and feedback channels so that we can identify and rapidly respond to issues and challenges together.

Thank you for your continued patience and support as we work through this process. For those who have been in touch already to highlight how and where we can improve our service to ASPs, please use me as your central point of contact for all ASP related matters.

In the coming weeks and months, I’ll be out and about in the regions to meet as many ASPs as possible and listen directly to your feedback. So, thanks again for your patience and assistance and I look forward to meeting soon.

Regards

David Wilson
Network ASP Manager
T: 02 6589 8190
E: david.wilson@essentialenergy.com.au

As per my above introductory note, I outlined my commitment to undertake a thorough investigation of how Essential Energy works with our community of Accredited Service Providers (ASPs) across the State, and to improve the services Essential Energy provides to enable your businesses to succeed.

Ensuring there is an end-to-end billing and support system with full accountability and transparency is just one area for improvement. I recognise the impact billing issues can have on our ASP partners and, to that end, I have undertaken an initial analysis of our billing processes and identified some broader challenges that we are now addressing.

Our immediate priority is to correct past billing errors to ensure timely, accurate administration of invoices. This includes providing a realistic timeframe for any outstanding accounts to be settled. A broader improvement program is also underway to ensure future billing information is accurate and ASPs have clear avenues of enquiry and resolution.

ASP billing relating to Basic and Standard Connections and Notification of Service Work (NOSW) forms has been reviewed and a number of identifiable errors rectified. It is our aim to recommence normal invoicing in the near future, including billing activity for:

• approved Basic Connection applications (backdated to 1 July 2017)
• approved Standard Connection applications (backdated to 1 December 2017)
• completed NOSWs (backdated to 1 December 2017)

I will keep you informed and be in communication again, prior to the commencement of these invoicing functions.

If you have any billing enquiries, a dedicated response team is available by emailing connection.enquiries@essentialenergy.com.au or by calling 13 23 91 and selecting option #2 - this is your best single point of contact for all connection and billing related enquiries and we aim to respond within a maximum of 24 hours.